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Fuze

Score5.8 out of 10

199 Reviews and Ratings

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What is Fuze?

Fuze is a cloud-based unified communications platform that includes IP PBX voice service, video conferencing, and collaboration tools such as content sharing and instant messaging capabilities. It also integrates with a wide range of popular CTI, CRM, and click-to-call solutions.

Categories & Use Cases

Key Features

Learn about the best (and worst!) features Fuze has to offer, as determined by TrustRadius' reviewers.
Based on 199 ratings of Fuze's features
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Top Performing Features

  • Mobile app for iOS

    App for iPhone and iPad

    Category average: 7.8

  • Mobile app for Android

    Android app

    Category average: 7.8

  • Audio conferencing

    Audio conferencing credentials for all on the system.

    Category average: 8.5

Areas for Improvement

  • Hosted PBX

    Hosted telephony infrastructure obviated the need for local PBX hardware

    Category average: 7.9

  • Directory of employee names

    Voice directory of all employees for self-service dialing

    Category average: 8.3

  • User templates

    Create and apply batch configurations to multiple users at once

    Category average: 7.5

Reviews

What users are saying about Fuze.
View all reviews

Fuze Implementation Recommendations

Incentivized
Verified User
Manager in Information Technology (10,001+ employees employees)

Pros

  • Prompt support.
  • Speed to add users.
  • Cheap price.

Cons

  • Auto attendant design.
  • New location setup.
  • Standardization of professional services implementations.
  • Speed to resolve issues with carriers or provide alternate solution.
  • Ability to cancel unassigned services.
  • No way to do mass uploads.

Alternatives Considered

8x8 X Series (Formerly Virtual Office) and RingCentral

Other Software Used

Microsoft 365 (formerly Office 365), Microsoft Access, Teams Manager for Microsoft Teams

Return on Investment

  • Positive ROI.
  • Create a central management point for Auto Attendants that can be reported on.
  • Negative impact is the SLA for replacement Yealink phones configuration.

Fuze - a one stop solution for micro management teams

Incentivized
Souvik GiriView profile
Graduate Engineer Trainee in Product Management at Royal Enfield (1001-5000 employees employees)

Use Cases and Deployment Scope

We use it along with our customer processing and support team to answer every segmented queries as well as sending out personalized messaging content to every user we have ever reached out to . The calling feature is something which we have also enabled for our internal communications because of its seamless and easier intergrations

Pros

  • Voice calling with anyone registered in the directory
  • Video calling with anyone registered in the directory
  • Messaging with anyone in and out of the registered directory
  • Insights about the entire workflow and the services offered for

Cons

  • The voice calling application is definitely not the best when it comes to selecting various user enhanced options and connectivity
  • The video calling feature can be equipped with modern day features from competitors like google voice , viber
  • The messaging needs to have seamless automation integration options for better and enhanced usage

Return on Investment

  • Great Intra calling facilities
  • Video calling is highly not recommended
  • The traction / insights help you design your strategies better

Alternatives Considered

Zoom and Webex Calling

Other Software Used

Zoom, Webex App, Microsoft Teams

Reliable with extensive capabilites

Incentivized
Howard Feist
VF-Finance in Finance and Accounting at American Biltrite (501-1000 employees employees)

Pros

  • Voice (call) quality
  • Network reliability
  • Communication of any network issues/outages
  • Capabilities way beyond our needs

Cons

  • Getting support, when necessary, can be challenging especially for a lay person
  • [The] life cycle of phones seems relatively short and once they are EOL they are no longer supported and customers have to replace them
  • Billing issues can be difficult to resolve
  • There does not seem to be a single point of contact/relationship manager any more

Other Software Used

Microsoft Excel, Microsoft 365 (formerly Office 365)

Enjoying Fuze

Incentivized
Danielle BullaView profile
Accounts Payable and Financial Services Coordinator in Finance and Accounting at Rollins College (501-1000 employees employees)

Use Cases and Deployment Scope

Fuze is used for quick communications through the message feature and calling anyone with ease (no need to look up or memorize phone numbers!!). You can search previous conversations, send pictures/screenshots, or share screens in real-time. You can also see if a colleague is available at a glance.

Pros

  • Easy to make contact with colleagues.
  • Searching instant messages.
  • Sharing screens.

Cons

  • Can not export call list.
  • Can not export contacts.
  • Does not let you know if someone has the app (available for instant messages).

Fuze VoIP

Incentivized
Dominic Yu (He/Him), CISSP, PMPView profile
VP of IT and Business Systems in Information Technology at Rand Worldwide (201-500 employees employees)

Use Cases and Deployment Scope

We selected Fuze to replace our old telecom infrastructure with their hosted Cloud VoIP solution for all our North America locations. The Fuze service was used in parallel with Polycom handsets, softphones, and mobile app. We also integrated Fuze calling with our Salesforce.com implementation. We did not use the Fuze IM feature and continued to use MS Teams for collaboration.

Pros

  • Fuze integrated nicely with Salesforce allowing call activity to be easily logged into SFDC.
  • Fuze call reporting provided valuable insight into call activity and the history of individuals.
  • The Fuze softphone UI was clear and simple.

Cons

  • We left Fuze because they could not integrate with MS Teams as a direct routing partner.
  • Overall the monthly cost for the licenses and variable per minute dialing costs were too high.
  • IT administration was a bit confusing because of all the Admin consoles used for different administration tasks.

Alternatives Considered

Dialpad Talk, Microsoft Teams and (EOL) Cisco CloudCenter

Other Software Used

KnowBe4 Security Awareness Training

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